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Survey Reveals Poor CRM Strategy Impacts Retention with US customers

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Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

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Fennica Gaming Expands its Partnership with Loto-Québec by Launching eInstant Games

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Building on the momentum of its successful market entry, Fennica Gaming announced the expansion of its partnership with Loto-Québec by launching also its portfolio of eInstant games. This second phase follows the recent successful launch of Fennica Gaming’s online casino games, making its full suite of innovative online games available to players on Loto-Québec’s digital platform, the only legal online gaming offer in the province of Québec.

The launch of the eInstant portfolio completes the initial offering, delivering a diverse and engaging gaming experience designed with Fennica Gaming’s signature player-first approach. The move solidifies Fennica Gaming’s commitment to the Canadian market and its strategy of building long-term, sustainable partnerships with regulated lotteries and operators.

“Launching our casino games was the first step; following it up swiftly with our eInstants is about delivering on our promise. Our partnership with Loto-Québec is built on shared values of responsibility and providing engaging, high-quality entertainment. This isn’t just a content drop; it’s a commitment to our partner’s long-term success and to bringing fresh, reliable gaming experiences to the players in Québec,” said Joni Hovi, SVP of Customers and Marketing at Fennica Gaming.

“Our eInstants are designed with a Nordic innovativeness; they are intuitive, visually engaging, and extremely entertaining – built for sustainable fun. We’ve added the best of mobile gaming expertise, seasoned it with a high-quality, player-centric experience. We are confident that this creative energy offers a distinct flavour that will stand out and connect with players in Québec,” said Kirsi Lagus, SVP of Portfolio and Product Development.

The post Fennica Gaming Expands its Partnership with Loto-Québec by Launching eInstant Games appeared first on Americas iGaming & Sports Betting News.

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CGA Announces Leadership Evolution and 2026 Board of Directors

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Amanda Brewer becomes Senior Vice President of Policy & Communications and Brandon Aboultaif becomes Vice President of Western Canada; Salim Adatia (GLI) and Mike Maodus (Blake, Cassels & Graydon LLP) join the CGA Board as Scott Vanderwel (PointsBet Canada) is appointed Chair.

Amanda Brewer has joined the Canadian Gaming Association (CGA) as Senior Vice President of Policy and Communications, and Brandon Aboultaif has assumed the position of Vice President for Western Canada.

Amanda has served as a consultant to the Association for over 15 years, playing a pivotal role in achieving numerous CGA milestones. “I am confident she will apply her enthusiasm and expertise to this new position, which more precisely aligns with her ongoing contributions on behalf of our members,” said Paul Burns, President and CEO, CGA. Amanda remains actively engaged in AML and advertising bill initiatives in Ottawa, along with the Alberta consultation process, where the Association is collaborating with the Government of Alberta and AGLC to prepare the province for its iGaming market launch.

Brandon is the former Press Secretary to Dale Nally, Minister of Service Alberta and Red Tape Reduction and will be a great addition to the CGA. “With the Alberta market soon opening, it has been an important goal to expand our presence into the western part of the country,” added Mr. Burns. His key responsibilities include advancing industry research and education initiatives, supporting member engagement across Western Canada, and fostering collaboration on responsible gaming, innovation, and market development initiatives that strengthen Canada’s gaming ecosystem.

In addition, Salim Adatia, Managing Director, Canada for Gaming Laboratories International, LLC, and Mike Maodus, Partner, Blake, Cassels & Graydon LLP, have joined the CGA’s Board of Directors, and Scott Vanderwel, CEO for PointsBet Canada, becomes the Association’s new Chair.

The full 2026 board is as follows:

  • Salim Adatia, Gaming Laboratories International, LLC
  • Bruce Caughill, Rush Street Interactive
  • Peter Czegeldy, Aird & Berlis LLP
  • Neil Erlick, Nuvei
  • Kurt Gissane, Aristocrat
  • Charmaine Hogan, Playtech
  • Dale Hooper, FanDuel
  • Chuck Keeling, Great Canadian Entertainment
  • Mike Maodus, Blake, Cassels & Graydon LLP
  • Terry McInally, Gateway Entertainment
  • Niaz Nejad, Non-Member Director
  • Derek Ramm, Kinectify
  • Lindsay Slader, GeoComply
  • Richard Taylor, Niagara Casinos
  • Shane Thompson, Konami
  • Scott Vanderwel, PointsBet Canada (Chair)
  • Scott Woodgate, BetMGM

We are also pleased to welcome three past chairs as Emeritus members of the board:

  • Ilkim Hincer, IC360
  • Carrie Kormos, CK Consulting Inc
  • Bob Parente, Light & Wonder

“Amanda and Brandon have joined the CGA as full-time members to oversee several important national campaigns,” stated Scott Vanderwel, Chair of the Board. “We are also pleased to welcome Salim and Mike to the Board. The Board has worked closely with Paul over recent years to advance the Association’s leadership and board structure. We have full confidence in Amanda and Brandon as they step into these key roles, as well as in the valuable contributions that Salim and Mike are expected to bring as we prepare for an active 2026 workload.”

Mr. Burns stated that the newly announced executive and Board appointments will strengthen CGA’s position and support its expansion into Western Canada. “Amanda brings extensive CGA experience, while Brandon contributes knowledge of government policy at both federal and provincial levels. Coupled with our enhanced Board, I am confident they will help drive CGA’s objectives and ongoing growth.”

Source: canadiangaming.ca

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Gaming Corps partners with BetMGM for exclusive Ontario launch

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Gaming Corps – a publicly-listed game development company based in Sweden, has announced a landmark content partnership with BetMGM, a leading iGaming and sports betting operator, marking BetMGM as the first partner to bring Gaming Corps’ full portfolio to players in Ontario. The exclusivity will run for an initial period before the portfolio is rolled out more widely in the market.

The agreement brings BetMGM players in Ontario the full force of Gaming Corps’ premium line-up, from blockbuster titles like 3 Pigs of Olympus and Gates of Hellfire to signature mechanics including the adrenaline-fuelled A-MAZE-CADES™ and instant-win Smash4Cash™ series.

Available at BetMGM Casino, the portfolio also features the innovative X-MY-WAY™ challenge, as seen in Hoop Champion and Golf Champion, which introduces new layers of interactivity and personalised gameplay experiences.

Adam Pentecost, Chief Revenue Officer at Gaming Corps, said: “Ontario has quickly become one of the most exciting regulated markets in North America, and we’re thrilled to be making our debut with BetMGM as our first operator partner in the province. The opportunity to launch with such a high-profile brand, on an exclusive basis, allows us to showcase our content to an engaged player base and demonstrate the unique experiences we can deliver. This is an important milestone in our North American expansion strategy, and we look forward to seeing how Ontario players respond to our portfolio.”

Oliver Bartlett, Vice President of Gaming at BetMGM, said: “Exclusivity matters because it gives our players something they can’t find anywhere else and sets us apart in a competitive market. Gaming Corps’ engaging and interactive content portfolio is a fantastic addition to BetMGM Casino.”

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